Setup and User s Guide Rev. F

Transcription

1 Setup and User s Guide Rev. F

2 Contents Introduction...1 VIP: An overview...2 Setting up VIP...6 Using VIP...13 VIP Call Control window: Quick overview...13 Placing outbound calls Unified messaging...15 Saving voice messages as.wav files...17 Contact management...18 Basic call commands...21 Call activity folders in Outlook...25 Advanced call commands...26 Remote voice mail notification delivery...32 Setting the remote voice mail notification delivery option Customization...35 Customizing the Call Window command buttons...35 Customizing the VIP toolbar...35 Station programming in VIP...36 Introduction...36 Personal Greeting tab...37 Programmable Feature Keys tab...38 Station Options tab...40 Station Audibles tab...41 Password tab...42 External Message Notification tab...43 Troubleshooting...44 Index About ESI ESI (Estech Systems, Inc.) is a privately held corporation based in Plano, Texas. Founded in 1987, ESI designs and builds innovative telecommunications products for businesses like yours. Because of their powerful combination of value and features, ESI products are consistently recognized by industry publications and leaders. Visit ESI on the Web at Copyright 2005 ESI (Estech Systems, Inc.). IVX is a registered trademark, and VIP (Visually Integrated Phone) is a trademark, of ESI. Microsoft, Windows, NT, and Outlook are registered trademarks of Microsoft Corporation. Intel and Pentium are registered trademarks of Intel Corporation. BlackBerry is a registered trademark of Research In Motion Ltd. Citrix is a registered trademark of Citrix Systems, Inc. Information contained herein is subject to change without notice. Some features described herein may not be available at initial product release. ESI products are protected by various U.S. Patents, granted and others pending. ESI is an ISO 9001:2000-certified company.

3 VIP Setup and User s Guide Introduction Introduction Combining the advanced capabilities of your ESI phone system with the power of Microsoft Outlook, VIP (Visually Integrated Phone) from ESI provides advanced call and message handling for today s business customers. VIP takes Outlook s powerful applications and adds the missing critical application: control of your telephone and voice mail. VIP lets you intelligently do the following, and more: Manage your telephone calls Handle incoming and outgoing calls to your station 1, in conjunction with various ESI system features. Manage your voice mail View your voice and messages, live call recordings, and personal memos in one Outlook Inbox; prioritize each message by importance; and select for playback voice mail messages, in any order. You also can restore deleted voice mail messages. Manage your contacts Keep your contacts in a central location, including Outlook Contacts, Station List, Company Speed-Dial List, Remote Location List, and the VIP Quick Call List. Log all your inbound and outbound calls View and print a history of your station s call activity. Program your phone from your PC. 1 Your phone. In this and other ESI user documentation, we will use the term phone and station interchangably. To be precise, station doesn t necessarily mean the same as phone, but it s easier to understand the concept that way. 1

4 VIP: An overview VIP Setup and User s Guide VIP: An overview Note: This section gives you a high-level overview of VIP s features. For greater detail, refer to the individual feature descriptions later in this Setup and User s Guide. You access VIP s features through the familiar Outlook interface. This gives you a quick and convenient way to manage your calls and contacts, along with the Outlook features with which you re already familiar. The following illustration describes VIP s features: 1. Options button, which sets VIP configuration and preferences 4. VIP button, which launches the Call Window 3. New 2. New voice mail and VIP toolbar 5. Contacts, including speed dial lists 6. Mini-alert 7. Call activity folders 1. The Options button on the toolbar launches a separate window where you must configure VIP with your station (extension) number, mailbox password, the NSP IP Address, and port number. 1 You ll be prompted to select the Options button when first installing VIP. You can also access other standard Outlook options, as well as customization options for the VIP Call Window (see page 3), from this button. 2. In the Outlook Inbox shown above, a new voice mail appears in the list, along with the name and number information (Caller ID 2 ), message duration, and date. Because the message is highlighted, the VIP toolbar is active, letting you Play, Delete, and Save the voice mail. You can playback the message through the speaker (or handset, if it s off-hook) of the ESI 48-Key Feature Phone associated with the voice mailbox. You also can return the person s call (if the Caller ID data is available). The VIP Advantage: You can view all your messages at once and choose which ones to play. 1 For network information, contact your ESI Reseller or System Administrator. 2 If you have subscribed to Caller ID service from your telephone service provider. 2

5 VIP Setup and User s Guide VIP: An overview 3. s will appear in the Inbox, as they normally do. The VIP advantage: Now, both s and voice mails appear in a single location for more efficient handling. 4. The VIP button on the toolbar launches the Call Window (shown below). You use this window to make inbound and outbound calls, and to access other common call-handling features you normally use on your ESI phone. The illustration below shows a typical Call Window feature configuration, such as after first installing VIP on your computer. The menu bar contains the remaining call-handling features (under Commands) that aren t displayed on command buttons. You ll also find user help and user phone programming, along with other customization options, under Tools on the menu bar. The two-line call status display shows a variety of states, such as: date and time (when your station is idle/on-hook); Caller ID; call forward, etc. It also changes to a data entry field so you can type in a phone number to call. The call command button area shows up to 12 buttons, eight of which you can remove and/or replace with other call features. The four remaining buttons (top row) are permanent and can t be removed or replaced. The VIP Quick Call list is a list of names you add by dragging-and-dropping names from your Outlook Contacts and speed-dial lists. Once the list is populated, you can scroll through the alphabetical VIP contact list, highlight the name, and double-click to place a call to that person. The VIP advantage: Call-handling is a mouse-click away. 5. The Contacts folder includes Outlook Contacts and up to three different VIP lists: Company Speed Dial, Remote Location List, and Station List. The lists will automatically populate the first time you install VIP. The Outlook Contacts folder remains the same, containing a list of personal contacts. In addition, VIP provides you with up to three different speed-dial lists: Company Speed-Dial All system speed-dials ( numbers) on the system. 1 Remote Location List All location numbers on the system. 2 Station List All stations (extensions) on the system. The VIP advantage: having a list of personal contacts, employee contacts, pre-programmed speed-dial numbers, and location numbers in one place in your Outlook menu. 1 Available only if either the Installer or the System Administrator has set up a System Dex. 2 Available only if your system is using Esi-Link. For more information, consult your System Administrator. 3

6 VIP: An overview VIP Setup and User s Guide 6. The mini-alert is a small bubble that appears in the lower right-hand corner of your screen to provide you with a variety of information. You can perform the following actions when the mini-alert appears: Incoming call Click the Caller ID information. This takes you to the Call Window, where you can handle the call. New voice mails messages or s Click New or New Voice Mail. This takes you to the Outlook Inbox, where you can view your messages. Missed calls Click New Missed Call. This takes you to the VIP Missed Calls folder in Outlook, where you can view a list of those calls. The VIP advantage: Without having to take your eyes off your work on-screen, you can make a quick decision whether to (a.) pick up the call or (b.) keep working and let the caller be transferred automatically to your voice mailbox. 7. The Call Log, Missed Calls, and Recycle Bin folders, all of which automatically populate, require no maintenance, and contain specific information: (a.) Call Log (shown below) contains a viewable and printable list of incoming, outgoing, and transferred calls associated with your station. You can also place an outbound call if the call record provides Caller ID data. (b.) Missed Calls contains an ongoing list of missed calls from your station. You can place an outbound call if the specific missed-call record provides Caller ID data. (c.) The Recycle Bin contains the last 10 voice mail messages that you deleted. You can play a deleted message from the Recycle Bin or restore it to your Inbox. As with Call History and Missed Calls, you can place an outbound call from the Recycle Bin if the record provides Caller ID data. 4

7 VIP Setup and User s Guide VIP: An overview Overview example: Using VIP Note: Phone system features mentioned below are explained in detail later on in this manual, as well as in your ESI phone system s specific documentation. Visit for more information. The first time you open Outlook after you install VIP, you ll be prompted to click the Options button on the VIP toolbar to configure VIP. Once you ve done so, click the VIP button on the same toolbar to launch the Call Window, so you can make or receive calls. Let s say that a call comes in. When your phone rings, the Call Window and mini-alert show Caller ID information. You can handle the incoming call in several ways such as: answering the call (ANSWER); using a virtual answer greeting (VIRTUAL ANSWER 1); or letting the phone ring and let the caller leave a message in your voice mailbox. You can use even more options for example, listening to the caller while he leaves a message (MESSAGE MONITOR). If the caller leaves a message, you can select it by looking in your Outlook Inbox, highlighting the message, and then clicking PLAY on the VIP toolbar (you also can just double-click the message). While you re in the Inbox, of course, you can also read any new s. But what if the caller hears your greeting and decides not to leave a message? This would be a missed call, which you can view in the Missed Calls folder. Throughout the day, you can handle your incoming calls with the Call Window. You also can use different command buttons to place outgoing calls. Finally, let s say it s now time to leave work, and you want to set your mailbox to play a different greeting because you ll be out of town the next day. Just access user programming under Tools in the Call Window. Under the Personal Greetings tab, you see that greeting 2 is recorded (and you know it s the one needed to allow message notification to your cell phone), so you select it. Then, switch to the External Message Notification tab and ensure that delivery to your cell phone is chosen, enter the appropriate cell phone number, and click Apply to update your phone. Your phone is now set to handle calls while you re out of the office. This is only a small example of what VIP can do. However, you can see that VIP s various elements work together to maximize the usability and efficiency of both your ESI phone system and Outlook. 5

8 Setting up VIP VIP Setup and User s Guide Setting up VIP To install and configure VIP correctly, complete all of the following four steps (explained in detail beginning below). Failure to do so may result in VIP s not functioning properly. 1. Observe minimum ESI hardware and computer software requirements. 2. Install the VIP software. 3. Configure station and network options. 4. Set up Outlook dialing options and properties. Step 1: Observe minimum ESI hardware and computer software requirements ESI hardware requirements One of the following ESI phone systems, with installed Network Services Processor (NSP) 1 : IVX X-Class IP E-Class 2 IVX E-Class 2 IVX S-Class 2 ESI Digital or IP 48-Key Feature Phone (local or Remote) installed at the extension Computer system requirements Software One of the following operating systems: Windows 98, 2000, ME, or XP Windows NT 4 with Service Pack 6 (workstation only) 3 Microsoft Outlook 2000, 2002, or Hardware Intel Pentium II 400 MHz processor or better 128 MB of RAM 15 MB of hard drive free space: 12 MB for installed software 3 MB for temporary setup files Note: ESI neither tests whether, nor claims that, VIP should work alongside synchronization software for PDAs. Similarly, the only VIP feature that works with a BlackBerry is remote voice mail notification. You must be at a PC, with an ESI Feature Phone, to use VIP s unified messaging and call control features. Note: VIP is not compatible with a Citrix, Windows Terminal Services, or other similar environment. 1 IVX X-Class has a built-in NSP. 2 Generation II systems only. 3 If necessary, visit 6

9 VIP Setup and User s Guide Setting up VIP Step 2: Install the VIP software The ESI Reseller or System Administrator must enable your voice mailbox for VIP. If you aren t sure if your voice mailbox is enabled for VIP, please contact your System Administrator. Important: If you have a previous version of VIP on your system, uninstall it before installing this version. 1 If you re installing VIP on Windows NT, 2000, or XP, you must have Windows Administrator login privileges before continuing. Consult your (phone) System Administrator if necessary. Obtaining the VIP installer software from the Web The VIP installer software is available as a free download. 2 Please follow these instructions first. 1. Point your Web browser to This will take you to the Downloadables page on ESI s special Web site for users of its products. 2. Click the link for VIP software. This is a self-expanding archive file, VIP.exe. 3 When your Web browser asks whether you want to open or save the file, select save and pick a location on your PC where you can find the file again in subsequent steps. 3. Open Windows Explorer and navigate to the location where you saved VIP.exe in step 2. Depending on your Folders settings in Windows, the file will appear as either VIP or VIP.exe. 4. Double-click VIP.exe to expand the needed files, one of which Setup.exe is the VIP installer file. To install VIP 1. Close Outlook including any open messages, reminders, or other Outlook items, even if they appear in separate windows. Note: Sometimes Outlook appears to be closed, but really isn t. The easiest way to make sure is to restart Windows. (See also Repairing VIP, page 47.) 2. If you haven t done so already, assign a password at your phone: press PROGRAM 5 1 and follow the prompt instructions to set a password. 3. Access the CD or directory that contains the VIP installer file, Setup.exe. 4. Double-click the VIP Installer file. This will cause the VIP Setup Wizard to appear. 5. Follow the installation instructions displayed by the VIP Setup Wizard. 6. When the installation is complete, launch Outlook. 7. If this is the first time VIP has been installed on this PC, you will be prompted to select the VIP tab in the Options window. Proceed to Step 3: Configure station and network options (page 8). To uninstall VIP 1. Close Outlook including any open messages, reminders, or other Outlook items, even if they appear in separate windows. 2. Select Settings from the Windows Start menu. 3. Select Control Panel and double-click Add/Remove Programs. 4. Choose VIP. 5. Select Remove VIP and click Finish. 6. When prompted to confirm removal, click Yes. 1 This will not erase your settings, contacts, logs, etc.; they will reappear when you install the current version of VIP. 2 Your ESI phone system must be properly licensed before VIP will work with it. For more information about system licensing, consult your System Administrator or ESI Reseller. 3 The.exe extender may not appear in some cases, depending on your Windows Folders settings in Explorer. 7

10 Setting up VIP VIP Setup and User s Guide Step 3: Configure station and network options This section contains configuration instructions such as updating your extension and password settings and entering network settings. If you re installing VIP on your PC for the first time, you ll need the following information: 1. The location of the VIP program installer file: 2. Your extension number: 3. Your voice mail password: 4. The NSP IP address: 5. Port number prefix:... Set voice mail delivery The configuration window will appear if this is the first time anyone has installed VIP on this PC. You also can manually launch the configuration window by clicking Options on the VIP toolbar (or select Options from the Tools menu) and then selecting the VIP tab (see right). 1. Make sure that, under Delivery Option, Local is selected. Setting it to Local will send messages to your Outlook Inbox. (For information on remote delivery, see Remote voice mail notification delivery, pages ) (Default: Local.) 2. Click Apply to make the other necessary setup changes or click OK if you re done. (Continued) 8

11 VIP Setup and User s Guide Setting up VIP Set extension options The extension and password you use for VIP must match your phone system extension and voice mail password. The configuration window should automatically appear if this is the first time installing VIP on this PC. You can also can manually launch the configuration window by clicking Options on the VIP toolbar (or select Options from the Tools menu), then selecting the VIP tab. To change your VIP extension and password: 1. Click Extension Settings. The VIP Extension Settings window appears. 2. Enter your extension number and current voice mailbox password in the appropriate fields. Then click OK. 3. When the VIP configuration window appears, click Apply to make more changes or click OK if you re done. Notes: If you use the phone to change your mailbox password, you must update your VIP settings under Options. If you re not installing VIP for the first time and you change your password via VIP user programming, you don t have to update Extension Options. Make network settings Contact your ESI Reseller or your System Administrator if you re unsure of your network option information. To make network settings: 1. Click Network Settings. The VIP Network Settings window appears. 2. Enter the network information for each field. Then, click OK. 3. When the VIP configuration window appears, click Apply to make more changes or click OK if you re done. 9

12 Setting up VIP VIP Setup and User s Guide Step 4: Set up Outlook dialing options and properties You will need to set up Outlook dialing rules in order to make calls from Outlook (or the VIP Quick Call list in the Call Window). 1. Click the VIP button located on the VIP toolbar. You will see a progress bar while the PC retrieves call processing data from the ESI phone system. VIP software has now been initialized and a new dialing line has been added to your PC. 2. Go to your Outlook contacts folder. Highlight any contact with a phone number, right-click, and select Call Contact. The New Call dialog box will appear. 3. There are two items to set from the New Call dialog box: Dialing Options (below) and Dialing Properties (page 11). Dialing Options 1. In the New Call dialog box, click Dialing Options. The Dialing Options box will appear. 2. At the bottom of the Dialing Options box, there is a pull-down list under Connect using line. Scroll through the list and select ESI VIP TAPI Line, as shown Click OK. 1 In certain versions of VIP, the item may say ESI VSP IP Line or ESI VIP Service Provider, rather than ESI VIP TAPI Line. 10

13 VIP Setup and User s Guide Setting up VIP Dialing Properties 1. In the New Call dialog box (see page 10), click Dialing Properties. The Phone and Modem Options dialog box will appear. Note: Outlook 98 and Outlook 2000 have different views when opening Dialing Properties. If using Outlook 98, you will be taken directly to the My Locations tab, which is similar to the second picture (below right). 2. If there are no locations listed in the Phone and Modem Options dialog box, click New. Otherwise, highlight the location listed and click Edit. 3. Next, enter the your location s area code. 4. Enter the outside line access number. This number is the same access code (9 is the most common) you use if dialing from the phone. Notice that a sample appears, to show you how a number will be dialed from Outlook. If this sample doesn t accurately represent how a number should be dialed, go back through the Outlook dialing rules setup to ensure you ve made all the appropriate selections. (If necessary, consult Outlook s on-line help, under Help in the Outlook menu bar.) (Continued) 11

14 Setting up VIP VIP Setup and User s Guide 5. Now click the Area Code Dialing Rules tab. 6. Click New to add area codes for your region/area. Note: While larger metropolitan areas may have multiple area codes, many cities or areas will have only one. 7. To include the area code when dialing, be sure to check the appropriate box. You are now finished. Click OK or Apply until no more dialog boxes appear. (If given the choice between OK and Apply, click Apply.) 12

15 VIP Setup and User s Guide Using VIP Using VIP VIP Call Control window: Quick overview The VIP Call Control window 1 lets you perform most call-handling functions from your PC and can be accessed from the VIP toolbar. The VIP Call Control window (shown in idle mode, below) has four main components: Menu bar Gives you access to all available call commands and user help. Display A three-line call status display similar to the phone s display. Call-command buttons Perform desired call-handling functions. VIP Quick Call list Includes an unlimited number of contacts, listed alphabetically for easy call access. Handling an incoming call You can be notified in several ways when a call rings to your extension: The VIP Call Control window moves to the front of your other PC applications. Upon the first ring, you ll see Caller ID information in the display. A mini-alert (shown, right) pops up in the lower right-hand corner of your PC screen, in front of your other PC applications. As always, your phone still rings! Note: You can customize these options (see Customization, page 35). (Continued) 1 Often called just Call Window in much of this document. 13

16 Using VIP VIP Setup and User s Guide Once you re presented with an incoming call, you can answer by lifting your phone s handset or by clicking the VIP Call Control window s Answer button (in the latter case, the audio will come through on your speakerphone). You also can click Speaker to answer on your speakerphone. To hang up, click Release or hang up the handset. The VIP screen will return to its normal idle display. Incoming calls from an extension....an outside line (CO call). Placing outbound calls... You can generate an outbound call in several ways. The easiest way is just typing an extension or number directly into the display: 1. Put the cursor in the middle of the display. 2. Type in the desired extension or phone number 1, and then press Enter on your keyboard. On the phone s speaker, you ll hear the phone dialing the number. 3. Once the call connects, pick up the handset to begin a conversation. Proceed normally with the call. 4. When the conversation is over, click Release. Note: You can pick up the handset at any time, if you prefer not to have any sound come through the speaker. If the VIP Call Window is on top of all other running Windows applications, the following are true: You can use the plus and minus (+ and ) keys to control handset or headset volume. If you call a number that s answered by an automated attendant, you can enter required numbers (such as an account number; see the example below) from the PC keyboard. Example: You re typing in a Word document while VIP is dialing your bank. The bank s automated attendant answers and prompts you to enter your account number. Any number you type on the keyboard will be entered in the Word document rather than in the Call Window, because Word is on top. To enter the number from the Call Window, click on it (if necessary, click on its box in the Windows taskbar, usually found on the bottom of the Windows screen).... using the VIP Quick Call list To call any entry in your VIP Quick Call list, highlight the contact and double-click. 1 If it s necessary to dial a line access code (such as 9 ) to make an outbound call, you have an older version of VIP. Download the latest version from 14

17 VIP Setup and User s Guide Using VIP... using call activity records You can use the Caller ID information in the header of a voice mail, a call log entry, or a missed call to place a call. Highlight the record with the Caller ID information, and click the phone icon on the VIP toolbar; a call will automatically be placed to that person. Proceed normally with the call. Once the conversation is over, click Release (or, in the case of a hands-free conversation, Speaker). Note: Contact information or Caller ID in voice mails and call log records cannot be dragged or copied directly into the Call Window display. See Contact management (pages 18 25) for how to move to the VIP contact list those Outlook contacts whose numbers can be dragged into the display.... using Outlook Contacts and speed-dial lists To call someone directly from either the Outlook Contacts list or VIP speed-dial lists, highlight the desired name and click the Outlook toolbar s phone icon. A box appears, showing the contact s name and number. (If the contact you selected has more than one phone number, click the arrow in the number field to select the appropriate number.) Once you have the correct phone number, click Start Call. Proceed normally with the call. Once the conversation is over, click Release (or, in the case of a handsfree conversation, Speaker). Unified messaging When you open Outlook, VIP synchronizes with your voice mailbox on the phone system. For example, new messages (including voice mail messages, live call recordings, and personal memos) left in your voice mailbox will appear as new voice mail notifications in your Outlook Inbox. Quick overview Each message notification header displays name and number information (Caller ID) 1, message duration, date and time. A header shown in boldface indicates a new message. Messages can be played in any order by clicking the and then on Play; the message will be played through the speaker (or, if it s off-hook, the handset) of the ESI Feature Phone associated with the voice mailbox. After a message is played via VIP, your Feature Phone remains connected to voice mail for several seconds to allow you to manipulate the voice message from the phone. You can save, delete, or move the message from your Feature Phone or your VIP toolbar. If the message is neither saved nor deleted, it is treated as new. The last 10 deleted messages are moved to the VIP Recycle Bin (for more information on the Recycle Bin, see page 25). If you need to place a call while the phone is still connected to voice mail, either (a.) click Release or (b.) pick up the handset and then hang up. 1 If you have subscribed to Caller ID service from your telephone service provider. 15

18 Using VIP VIP Setup and User s Guide Using the toolbar The VIP toolbar lets you easily manage and prioritize voice mail messages with familiar buttons. You can customize the toolbar to display only the buttons you want (see Customization, page 35). If a button is grayed-out, its function is unavailable. For example, the Reply button is accessible when a selected voice mail message is left by another station (i.e., an inside caller), but grayed out when a message is left by an outside caller. When a new voice message is left in your voice mailbox, you will see a new heading displayed in your Outlook Inbox. Toolbar reference guide Button Name Function Play Stop End Pause Rewind Fast Forward Delete Save Voice Mail as... Reply Call Restore VIP Options Plays the selected voice mail on your ESI Feature Phone s speaker. (You can also play a message by double-clicking the message as listed in the Outlook Inbox.) For privacy, pick up the handset. Stops a currently playing voice mail message. This button is available after pressing Play. (You can also stop a voice mail message by hanging up or pressing SPEAKER on your ESI Feature Phone.) Ends a call. Same function as hanging up. This button is available after pressing Call. Pauses a currently playing voice mail message. Rewinds the currently playing voice mail message by four seconds. Advances the currently playing voice mail message by four seconds. Deletes the selected voice mail message notification. The message notification moves to the VIP Recycle Bin folder in Outlook. You can restore up to the last 10 deleted messages. Saves the selected voice mail message as new or old in your voice mailbox, or as a.wav file on the PC. The notification line for a new voice mail message is bold-faced. Sends a voic reply to the voice mailbox of the person who sent the message. You ll hear the originator s greeting on the speaker of your phone (or pickup the handset). Leave a reply message, and then either press SPEAKER or hang up. (Can only be used for station-to-station calls.) Initiates a callback to the inside or outside voice mail originator. 1 To end the call, press End. Restores a deleted voice mail message as a saved (old) message. To restore a message from the VIP Recycle Bin, highlight the message and press Restore. The message notification moves to your Inbox with a status of Saved (old). The status is also reflected on your phone s display. Displays the VIP Call Control window, from which the user can initiate an outbound call, set up a conference, and perform many other call-handling features entirely from the PC. Displays the Outlook Options window. Click the VIP tab to display configuration options. You can: customize the toolbar; configure extension, network, and delivery options; and set the e- mail address for remote delivery of messages. 1 Caller ID service is required for this feature to operate on outside calls. 16

19 VIP Setup and User s Guide Using VIP Saving voice messages as.wav files 1. Highlight the desired voice mail message and click the Save Voice Mail as button; then select WAV File. 2. A VIP Message Manager status box (shown, right) will appear to show the progress of the voice mail message being converted into a.wav file. This is also the only opportunity you have to cancel this archiving operation i.e., by clicking Cancel. 3. You ll know that VIP has completed the archiving operation when the Open button is active (not grayed-out, as above) or if the VIP Message Manager status box closes when you select it. You can now play the voice mail with Window Media Player 1 ; you also can retrieve the file to attach to an If the VIP Message Manager status box is still open, you can click Open to play the.wav file with Windows Media Player. You can also click Messages to view all of your.wav files (shown, right). Note: The folder shown here c:\program Files\VIP\Messages is where VIP stores.wav files. 2. Select a.wav file. Right-click on it to see a pop-up menu. 3. Select Send To, then Mail Recipient (shown, right). This will result in an Outlook message with the.wav file already attached. You may wish to type in some more information before sending the message for example: Hi, John. I ve attached this voice mail message so you can hear this customer s comments. Note: VIP saves each.wav file as a normal PC file, so you also can copy and paste a.wav file (from Windows Explorer or even another Outlook message) into an message, as well as attach it from the c:\program Files\VIP\Messages folder [see step 1]. Notes: The system can archive (save-as-.wav) only one voice mail message at a time. If the system is busy with this when you attempt to archive a message, you ll receive a notification to retry the archiving operation. A one-minute voice mail message takes approximately three minutes to archive. Archiving voice mail messages from a remote (Esi-Link) location is not supported. 1 Or your PC s other WAV-playing software, such as itunes, WinAMP, or QuickTime although we refer only to Windows Media Player in this discussion. 17

20 Using VIP VIP Setup and User s Guide Contact management The term contact management refers to how VIP groups and moves contacts so they are more easily accessible to the user. VIP keeps contacts in several places: VIP Quick Call list (attached to the Call Window). Outlook Contacts. Speed-dial lists Company Speed Dial, Remote Location List, and Station List; these appear as subfolders in the Outlook Contacts folder (see Contacts subfolders, p. 20). Any voice mail message, call log records, or missed call records with Caller ID. You can add contacts to Outlook by either of the following methods: Clicking the New Contact icon while in the Outlook Contacts window, just as you would normally add a new contact in Outlook. Using the Store CID command button in the VIP Call Window. While on an outside call 1 or listening to a voice mail (with Caller ID), click Store CID. VIP will then send the Caller ID information to Outlook, which searches for a match with the number and name provided by Caller ID: If a match is found, Outlook will display a Contact details page (see right), on which you can edit that contact s information: If a match isn t found, Outlook will still present you with a new Contact details page so you can save the information as a new Contact. If you made an entry mistake and don t want to save the new Contact, just close the window (or press Esc on your keyboard) and then choose No when Outlook asks you whether you wish to save the information. Note: In some cases where the Caller ID name is OUT OF SERVICE, UNKNOWN, or UNAVAILABLE, the system will ignore the name and look for the phone number. You can click Store CID when placing an outbound call 1 from a voice mail, missed call, or call log record. 2 To do so, highlight the desired voice mail, missed call, or call log record, and then click the Call (phone) icon on the toolbar to place a call. Once you re connected, click Store CID. The system will search for a matching phone number. A Contacts detail page will be provided whether or not a match is found so you can edit and save contact information. (Continued) 1 That is, a call which uses outside phone lines and is not simply an internal (extension-to-extension) call. 2 However, if you enter a number directly into the call window and click Store CID, this won t work. 18

21 VIP Setup and User s Guide Using VIP Store CID: Rules Multiple phone numbers for one person or company Each use of Store CID creates a different Outlook Contact page. Therefore, to combine multiple numbers into one Contact page for the same person or company, you must do this manually in Outlook. Scenario: There are four numbers (obviously with four different Caller IDs) from which Janet Smith typically calls you: Caller ID Phone number Type JANET SMITH Cell phone SMITH JANET Home phone SMITH INSURANCE CO Main office SICO BRANCH OFC Remote office The only way you can get all of these into one Outlook Contact page is to enter them manually; using Store CID would create four different Contact pages. However: after you have manually created that one Outlook Contact page, using Store CID when Janet calls you will cause that one Outlook Contact page to appear. Scenario: ABC Plumbing has one main local number, , that it provides to its customers; but, when ABC Plumbing s customer service department contacts you, the Caller ID number may actually be and, so, clicking Store CID will save the number as The problem is that, while calling this number puts you through to ABC Plumbing, it s not to the main number and, therefore, may not be the department you wish to contact. (Similarly, the next call from ABC Plumbing will come from still another number that the company uses.) Store CID can t determine that all these numbers belong to the same company and therefore belong on the same Contact page, so you ll have to enter them manually into the page. Same phone number for multiple people or companies When two or more Outlook Contact pages share the same phone number, VIP will bring up the alphabetically highest (or first ) instance. Scenario: You have separate Outlook Contact pages for Faye Martin and Paul Field, but they share the phone number If Paul calls and you click Store CID, Faye s Contact page will appear, because her name as stored i.e., first name first, last name last is alphabetically higher than Paul s ( F vs. P ). 19

22 Using VIP VIP Setup and User s Guide Contacts subfolders The ESI phone system provides you with up to three different speed-dial lists in the form of subfolders in Outlook Contacts: Station List All the stations (extensions) on the system. Company Speed DIal All the system-speed-dials ( numbers) on the system. 1 Remote Location List All the location numbers on the system. 2 Important: Don t move or rename any of these three VIP speed-dial lists. If you do, the moved or renamed list will no longer synchronize with the phone system. These lists can t be edited. Each time you launch VIP, it retrieves updated lists from the phone system. To build information about an employee, simply drag and drop that person s extension from the Station List into the regular Outlook Contacts folder. Here s how: 1. Open the Station List subfolder. 2. Highlight the desired name/contact and hold down the left mouse button. 3. Drag the name into the Contacts folder and, then, release the mouse button. 4. Open the Contacts folder. You ll see that the station has been added to your regular Contacts page. Now you can add information about this contact to its details page. Use this same procedure for the Company Speed Dial list and Remote Location List, as well as voice mails and call log records. Adding contacts to the Quick Call list The VIP Quick Call list is located in the Call Window. To add contacts to the VIP list: 1. Open the Outlook Contacts folder (or a speed-dial list subfolder). 2. Highlight any entry (including the speed-dial lists) in the opened folder and hold down the left mouse button. 3. Drag the contact into the VIP list box; then, release the mouse button. If you have more than one phone number for the contact you will be asked to choose a single phone number to display in the VIP list. Therefore: if a contact has three phone numbers and you want all three phone numbers in the VIP list, you must drag-and-drop that contact three times. Note: Outlook Contacts and VIP list contacts won t automatically update each other. For example: if you edit/delete a VIP list contact, this won t edit/delete it in Outlook Contacts. 1 Available only if either the Installer or the System Administrator has set up a System Dex. 2 Available only if your system is using Esi-Link. For more information, consult your System Administrator. 20

23 VIP Setup and User s Guide Using VIP Calling from the VIP Quick Call list 1. Highlight, and double-click, the desired name in the VIP Quick Call list. VIP will automatically place the extension or phone number in the display as the phone is dialing the number. 2. Proceed normally with the call. 3. Once the conversation is over, click Release (or, in the case of a hands-free conversation, Speaker). Note: See also Contact management, pages Basic call commands You can handle a call in a variety of ways, using VIP s many different call commands. Here is a description of the most basic call commands (you may also wish to consult Advanced call commands, page 26). Notes: The Call Window can display a total of up to 12 call command buttons. Four of the 12 buttons Answer, Release, Call, and Hold can t be removed; however, you can change the remaining eight command buttons to suit your own needs (see Customization, p.35). Since there are more commands available than can fit in the Call Window, you can see a list of available commands by clicking Commands on the Call Window menu bar. Call Forward You can temporarily call-forward all of your calls to another station. To use this feature from VIP, click Call Fwd; you ll be presented with a list of available extensions. Choose the desired extension (the VIP display will update to show the extension to which your phone is forwarded). To turn off call forwarding, click Call Fwd and choose Call Forward off. Flash Flash serves several purposes: Getting a fresh dial tone without replacing the handset When connected to an outside line, click Flash to automatically disconnect and receive fresh outside dial tone. (See also RELEASE, below.) Sending a flash hook signal If operating behind Centrex 1 or a PBX, click Flash to transmit a flash hook signal automatically to either the phone company s central office or the host PBX. Either may use this signal to provide you with additional features. Toggling 2 between calls If you hear a call-waiting tone while on a call, click Flash to toggle between the two calls. 1 A special service your phone company may offer. See your administrator for further details. 2 I.e., going back and forth. For example, when you toggle a light switch, you re flipping it on/off. 21

24 Using VIP VIP Setup and User s Guide Hold, Exclusive Hold You can place a call on either hold or exclusive hold. Each puts a call into a standby mode, but here s the difference between the two: Hold allows anyone on the ESI phone system to retrieve the call. The system identifies held calls as being in numerically identified lines e.g., Line One, Line Four, etc. Exclusive hold keeps the call only at the station where the user placed the call on hold. Placing a call on hold While on an outside or Esi-Link call, click Hold to place the call on hold, or click Exc Hold to make the call available for only you to pick up. Retrieving a call from hold While the phone is idle, click Hold; this presents you with a list of all currently held calls. To be reconnected, just click the name (or phone line) you want to take off hold. The same action applies to retrieval of exclusive holds by clicking Exc Hold. Note: The name shown in the hold list is from Caller ID. The phone number will be displayed instead if Caller ID data either is blank, isn t provided, or says, UNAVAILABLE or UNKNOWN. Mute/DND To disable your handset or speaker microphone during a conversation (either with the handset or speaker), click Mute/DND. When your phone is idle and you wish to make sure its calls go straight to voice mail, click Mute/DND to toggle in or out of DND (do-not-disturb) mode. Note: If you press MUTE/DND while your phone is ringing, this forwards the call to your voice mailbox and your station will be placed in DND. Page Page zones are set by the Installer and typically represent groups of employees, or physical areas of the company such as Sales, Accounting, Manufacturing, etc. While the phone is in an idle state, click Page to view a list of available page zones; selecting Zone 0 lets you page through the speakers of all ESI Feature Phones on your phone system. Redial Click Redial to place a call to the last number called from your station. Release VIP s Release command button serves several purposes. If you click it When you re connected to a call through the handset It disconnects the call and gives you internal dial tone.... When you re connected to a call via the speakerphone It disconnects the call.... During call-waiting It drops the current call and automatically connects to the waiting call. 22

25 VIP Setup and User s Guide Using VIP Speaker For hands-free conversation, use Speaker. When an outside call rings, you can click Speaker to connect to the caller via your phone s built-in speakerphone. Or, while using the handset, you can switch a call to the speakerphone by clicking Speaker and hanging up the handset. (To revert to using the handset, lift it again.) Store CID Click Store CID to save Caller ID ( CID ) information during either (a) an incoming call or (b) playback of a voice message on which the system kept CID data. (See Contact Management, page 18, for details.) Transferring calls... to another station Blind transfer While connected to an outside call, click Transfer and then, in the VIP display, enter the extension number and click on Call (or press Enter on your PC keyboard). Hang up immediately to perform a blind transfer. Note: If the called person does not answer, the caller will be forwarded either to the called person s mailbox or another destination the Installer has programmed. Supervised transfer announcing the caller to the called person 1. Do not hang up (as in Blind transfer, above); instead, wait until the called person answers. 2. Announce the caller (e. g., Hello; I ve got Bill on the line and I m transferring him to you now. ) 3. Hang up. Note: If the transferred-to person does not answer in step 1, click Flash to reconnect to the original caller.... to another phone number (trunk-to-trunk transfer) Important: USE OF FEATURES, SUCH AS TRUNK-TO-TRUNK TRANSFER, THAT REQUIRE TRUNK-TO-TRUNK CONNECTIONS WILL INCREASE THE RISK OF TOLL FRAUD. IN NO EVENT SHALL ESTECH SYSTEMS, INC. BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES WHATSOEVER INCLUDING, BUT NOT LIMITED TO, FRAUDULENT TOLL CHARGES, LOSS OF BUSINESS PROFITS, BUSINESS INTERRUPTIONS, OR ANY OTHER COSTS OR DAMAGES RELATED THERETO, ARISING FROM THE USE OF THESE FEATURES. Blind transfer 1. While connected to an outside call, click Transfer and then, in the VIP display, enter the phone number (including line access code 9, 8, or 71 76) and click Call (or press Enter on your PC keyboard). Note: Rather than manually entering a phone number, you can double-click a name in your VIP or Outlook Contacts lists. 2. Hang up immediately to perform a blind transfer. Now both outside lines are connected via a trunk-to-trunk connection. Note: If, during the trunk-to-trunk transfer, you wish to return to the original call (e.g., perhaps you received a busy signal at the remote end, or the recipient simply won t take the call), just click Flash. This disconnects the second outside connection, returning you to (and removing from hold) the original call. 23

26 Using VIP VIP Setup and User s Guide Supervised transfer announcing the caller to the called person 1. While connected to an outside call, click Transfer and then, in the VIP display, enter the phone number (including line access code 9, 8, or 71 76) and click Call (or press Enter on your PC keyboard). Note: Rather than manuially entering a phone number, you can double-click a name in your VIP or Outlook Contacts lists. 2. Don t hang up; instead, wait until the called person answers. 3. Announce the caller (e. g., Hello; I ve got Bill on the line and I m transferring him to you now. ) 4. Hang up, completing the supervised transfer. Now both outside lines are connected via a trunk-to-trunk connection. Note: If, at any point during the trunk-to-trunk transfer, you wish to return to the original call (e.g., perhaps you received a busy signal at the remote end, or the recipient simply won t take the call), just click Flash. This disconnects the second outside connection, returning you to (and removing from hold) the original call.... to a voice mailbox Transferring a caller to a mailbox to leave a message 1. Click Voice Mail, then on Transfer, and finally dial the extension number on your phone. 2. You and the caller will be connected to that user s personal greeting. You may choose either to hang up immediately or listen to a portion of the personal greeting (i. e., to assure yourself that you have placed the caller into the correct mailbox). Note: Regardless of when you hang up, the caller will hear the entire personal greeting. To insure the privacy of the message, you will automatically be disconnected at the record tone. Transferring a user to his/her own mailbox for message pickup You can transfer a user who s calling from the outside directly to his/her mailbox for message pick-up by clicking Voice Mail and dialing the mailbox number from the phone, then hanging up.... To the main greeting To transfer an outside caller to the main greeting, click Voice Mail and hang up. Voice Mail Clicking Voice Mail will take you to the Outlook Inbox, where you can choose to play a specific message. 24

27 VIP Setup and User s Guide Using VIP Call activity folders in Outlook Important: Don t move or rename any of these three VIP call activity folders. If you do, the moved or renamed folder will no longer synchronize with the phone system. VIP Call Log folder Call Log is a unique folder within Outlook that keeps a list of basic phone calls made from your extension outbound, inbound, and transferred. VIP uses the following rules to determine which calls to include in Call Log records: 1. Inbound and outbound call records are generated only for calls between a station and an outside line. 2. The duration of each call record represents the period during which the station controlled its portion of a call. A record is completed (when the call ends) each time a station does any of the following: Disconnects. Places a call on hold. Transfers a call. 3. Periods when calls are on hold, in the auto attendant, leaving/retrieving voice mail or in an ACD queue are not included in call records. 4. A new record begins when a station answers a call or a hold recall. 5. All stations in a conference generate records independently. If more than one outside line is involved in a conference, each call record generated by that conference will be associated with only the last line disconnected. 6. Dialed digits don t include the line group or location number. 7. Outbound calls begin a call record 10 seconds after the call has cleared toll restriction. Outbound calls made from CID records in VIP folders and the Quick Call list will appear in the Call Log with CID information. However, if you place a call by either direct dialing or the Outlook Contacts, the outbound call will show No Name in the From column. Only the user can delete Call Log records. The procedure is the same as for deleting an in Outlook. You can also archive Call Log records, just as you can s: 1. Highlight the Call Log folder and right-click. 2. Choose Properties and then the Auto Archive tab. 3. Select how often you would like the Call Log records archived. There are additional archive settings available in Outlook. Highlight Personal Folders in the Outlook menu; then, from the Outlook menu bar, choose File, then Archive. VIP Missed Calls Folder The Missed Calls folder is similar to the Call Log folder, except that Missed Calls includes a list of only each call which fits both of the following criteria: (a.) You didn t answer the call. (b.) The caller didn t leave a message in your voice mailbox. The Missed Calls folder holds an unlimited number of Caller ID records. VIP Recycle Bin folder The Recycle Bin folder synchronizes with the ESI phone system s Message Recycle Bin, which holds a list of your 10 most recently deleted messages. If you wish, you can restore deleted messages; see the description of the Restore button in the Toolbar quick reference table (page 16). The Voice Mail Recycle Bin is created when you install VIP. 25

28 Advanced call commands VIP Setup and User s Guide Advanced call commands Call handling features not displayed in the VIP Call Window are located under Commands on the Call Window s menu. To replace a Call Window button with a more frequently used call handling feature, see Customization, page 35. ACD commands Note: ACD commands are not available on IVX S-Class, which has no automatic call distribution. If you re not sure which ESI phone system you have, consult your System Administrator. An ACD 1 department is made up of agents who, when logged on, can receive calls for that department. Calls go to the logged-on agent who has been idle for the longest time. If all logged-on agents are busy, the ESI phone system places the calls in a holding queue and automatically connects the longestholding call when an agent becomes available. While holding, callers hear periodic prompts to continue to hold. As an ACD department agent, you can click Agt On/Off to place yourself in or out of service for that department s calls. Notes: Even though you may have been assigned to more than one ACD department, you can be logged into only one department at a time. Never program any of your programmable feature keys as line keys if system-wide hold has been enabled (if you re not sure, consult your system administrator). If no agents are logged on, incoming calls immediately follow that department s call-forwarding routing. ACD Administrator Lets you view the activity of an ACD department. To enable this: 1. In the VIP call window, click ACD Admin. 2. Select the desired department. To disable this feature (log off), repeat the same steps, selecting the same department. ACD Agent Log-On/Off Lets you become an active agent in an ACD department. To activate this: 1. In the VIP call window, click Agt On/Off. 2. Select the desired department. To disable this feature (log off), repeat the same steps, selecting the same department. ACD Agent Wrap Puts your station into wrap mode, which delays immediate assignment of the next call until you have had time to complete any wrap-up activities (such as entering newly gathered information into a database, as you might do after speaking to a customer or prospect). To enable this feature, click Agt Wrap before hanging up on an ACD call. As time passes, your display will show how many seconds your station has been in wrap mode. The system has a maximum amount of time this can continue 2 and, once your station reaches that point, it automatically will come out of wrap mode and be active again. However, you can force your station out of wrap mode before then by simply repeating the activation procedure described above. 1 Automatic call distribution. 2 If necessary, consult your System Administrator for this information. 26

29 VIP Setup and User s Guide Advanced call commands Conference Important: If you set up a conference with VIP, you also must end it in VIP. Similarly, a conference started on the phone must end on the phone. For example: if you re in a three-person conference that was started on the phone, you cannot open VIP and add a fourth member. VIP presents different, smaller buttons to you while you are creating a conference. They change states depending on which action you re performing: Button Function Click this to add a new member to the conference. You can click either this button or the regular Dial/Call button after entering an extension or phone number. Drops a member, from the conference. Note: If you want to drop only the originator, he/she must have trunk-to-trunk transfer enabled (if unsure of your system s setting, consult your System Administrator). If you call a person and get either a recording or no answer, click Flash to regroup the current members. Groups members into the conference. Drops all members, including you, from the conference. Notes: Clicking Release performs the same action as clicking End Conf. If you want to drop only the originator, he/she must have trunk-to-trunk transfer enabled (if unsure of your system s setting, consult your System Administrator). (Continued) 27

30 Advanced call commands VIP Setup and User s Guide To create a VIP conference: 1. Click Conference either before or after placing the first call. The Call Window expands to show four displays (because four is the maximum number of conference members). If you have already placed the first call, you are in a two-way call, as it takes at least three people to make a true conference. Tip: The first (top) display always represents you, while the second display is the first person you called. 2. To add a third member, click Add. The display now accepts a number when you either: Directly type in the number and then click Dial. Dial a contact from the VIP Quick Call list, Outlook Contacts, or the VIP speed-dial lists. 3. Once you have contacted the third member, click Join Members to group together all members in the conference. 4. To add a fourth member, repeat steps 2 3. If you want only three people in your conference, leave the fourth display blank. If you attempt to reach a contact but can t connect to him/her, click Flash. This regroups the remaining conference members; then click again on Add to dial another contact. Tip: You can easily add a conference member to your Quick Call list by clicking Add and then double-clicking the contact. Then, click Call (or press Enter on your PC keyboard). Note: The Conference button performs the same action as the Add and Join Members commands; so, if you re familiar with setting up a conference on your ESI phone, you may prefer to use Conference. 28

31 VIP Setup and User s Guide Advanced call commands Day/Night You can change the system s main greeting manually by clicking Day/Night. The display switches among DAY, DAY2, NGT, NGT2, HDAY, and AUTO. 1 Tip: To keep the system from being taken out of this mode, place it in auto and then delete the programmable feature key s programming. Note: The System Administrator can also change the mode and/or re-record the holiday greeting remotely to handle unexpected closings, such as for inclement weather. Headset You can use your phone with a headset connected to the headset jack on the bottom of your phone. To answer a call while in headset mode, click Headset. To disconnect, click it again (or click Release). After you initiate a call using the headset, lifting the phone s handset automatically takes you out of headset mode. To get back into headset mode, press the headset key on the next incoming call. Message Monitor Message monitor mode, also known as live call screening, lets you hear a caller leaving a message in your mailbox, just as with your home answering machine. Use the Msg Monitor command button to turn this feature on or off as desired. When the feature is in use and you are hearing the caller through your speaker, you have the following options: Lift the handset to interrupt the call Do nothing, in which case the system directs the caller to your voice mail for your later retrieval. Click Mute/DND, which temporarily mutes your speakerphone s microphone (the system continues to record the message to your mailbox). Missed Call Note: This works only if you are receiving Caller ID service from your provider. Consult your System Administrator for more information, if needed. A missed call record is generated when both of the following occur during a call to your station: (a.) You don t answer the call. (b.) The caller doesn t leave a message in your voice mailbox. Clicking Missed Call will take you to the VIP Missed Calls folder in Outlook. Overhead Page If the ESI phone system has been connected to an overhead paging system, you can use that system to page by clicking Ovhead Page and making your announcement after the tones. This announcement doesn t go through the actual ESI Feature Phone. 1 DAY2 and NGT2 are not available for IVX S-Class. If you aren t sure which ESI phone system you have, contact your System Administrator. 29

32 Advanced call commands VIP Setup and User s Guide Override Ring The override ring feature lets you place a call station-to-station, outside line or Esi-Link or leave a voice message when another call is ringing. To bypass an incoming station or line call: 1. Before you begin the call, click Override Ring command button. Important: When you do this: Don t take the handset off-hook. Don t click Speaker or Headset. Don t press a preprogrammed line key on the phone. 2. Once you receive dial tone, pick up the handset and proceed with your call as you normally would. The incoming call will be rerouted to the forwarding destination (such as your voice mailbox) your Installer or System Administrator has set for your station. Personal Greeting 1, Personal Greeting 2, Personal Greeting 3 These commands will provide for easy activation of one or more of your three possible personal greetings (only one may be activated at a time). You can use these keys in place of, or in conjunction with, manual activation of the greetings in user programming mode. Simply click the button designated for the personal greeting you wish to activate. Note: Remember that personal greeting 2 is used with the reach-me feature, while personal greeting 3 is used with the AutoPage 1 feature. Pickup From your station, you can answer a call ringing at another station or department. Click Pickup. A list of extensions appears. Choose the desired extension you wish to answer. During the system s night mode, if a night bell is in use instead of the night auto attendant, click Pickup and select extension 0 to access the ringing outside call. QuickPage Normally used by an operator, this key lets you quickly put a caller on hold, and page a station user. While on an outside-line call, you can click QuickPage and then select a station number; the system automatically pages the person and forwards the call to the person s voice mailbox if he/she doesn t answer. Record Click Record either to record a call while it s in-progress or to create a handy voice memo. Use the system s voice mail functions to hear (and otherwise control) any available recordings. 1 AutoPage is not available on IVX S-Class. 30

33 VIP Setup and User s Guide Advanced call commands Service Observe Your System Administrator may assign service observing capability to those users who need to monitor others calls silently (e.g., in order to aid in quality assurance of call activity). 1 To begin service observing, click Service Observe followed by an extension number or station key. To discontinue observing, click again on Service Observe or hang up (or click Release). While you observe another station s incoming call, your display shows to whom that station is connected and how long the call has lasted. Virtual Answer 1, Virtual Answer 2 The Virtual Answer feature, when activated through either a press of a Virtual Answer Key on the phone or clicking Virtual Answer in VIP, plays a greeting to a caller when your extension is busy and routes the caller to a desired destination. To use this feature, program a programmable function key with either or Prompts will instruct you in how to record the greeting and program the caller s destination. The destination can be either the default call waiting or another station; the system takes the caller there after playing the recorded greeting. With call waiting, the system places the caller on hold as call waiting ( camping on ) for your station; if the caller can t wait, he/she may do any of the following: (a.) Press 1 to reach your voice mail. (b.) Enter another extension. (c.) Press 0 to reach the Operator. With another station selected, the call is forwarded to the station. To record the greeting from an idle phone: 1. Press the chosen programmable function key; then press Record. 2. Follow the prompts to record the greeting and program the destination. Sample greetings for Virtual Answer Keys: Hello. This is Harvey. I m currently on another line, but I d really like to speak to you. Please hold and I ll be with you shortly. However, if you do not wish to wait on hold, press 1 to leave me a voice message. You may also either dial another extension or press 0 to reach the Operator. Hello. This is Bill. I m currently on another line, but I have been notified of your call. I am sending your call to our Sales Department administrator for more immediate assistance. Please remain on the line as your call is being transferred. Thank you. 1 A user can observe only those extensions in the list of observable extensions controlled by the System Administrator. 31

34 Remote voice mail notification delivery VIP Setup and User s Guide Remote voice mail notification delivery Remote voice mail notification is the ability to set your station options so that when you re out of the office you can be notified of new voice messages being left at your station. There are two ways you can be remotely notified of voice messages: External voice mail notification sends a call to your cell phone and/or pager informing you of a voice mail message. To learn how to set this feature, consult the appropriate phone system User s Guide at Remote voice mail notification sends to any account to inform you of a new voice mail message. The voice mail is not sent in.wav file form but an text message that provides Caller ID, date, and time information only. You then call into the phone system to hear the voice mail. There are three different ways to set this feature from VIP, from your ESI phone, or remotely from any phone. Example: Assume you have a home account with AOL. You ll be at your home office for the week, but also want to see a list of who s leaving voice messages on your ESI phone at the main office. Set the appropriate options (which will be discussed next) to have notification sent to your AOL account. Voice messages left on your ESI phone will then appear as messages at home using your AOL account. This is not actual voice mail that you can play through the ESI 48-Key Feature Phone but, rather, an ed notification that gives you Caller ID information of who left the voice mail message. You must call into the phone system to listen to the voice mail message. The benefit of viewing your voice mail notification is knowing exactly who is leaving a voice mail message before having to call into the system. If you have 10 voice messages, you don t have to listen to each one on the phone to discover whether the voice mail you ve been waiting for is there; the list of voice messages in your account tells you this right away. Setting the remote voice mail notification delivery option From VIP Note: You don t need VIP on the remote PC to use the remote delivery option. VIP is simply one of the applications you can use to set this feature. 1. In Outlook, click Options on the VIP toolbar. The Outlook Options window will appear. 2. Click the VIP tab (shown right). 3. Under Delivery Option, select Remote. 4. In the Remote Address box, type in the address at which you want to receive notification of new voice mail messages. 5. Click Apply. Note: When you re back at the office, you can play voice mail messages directly from Microsoft Outlook by changing the delivery option from Remote to Local. This is called unified messaging, and you must have VIP installed to use this powerful feature. (If you don t have VIP installed you can still get your voice mail by using the ESI Feature Phone.) 32

35 VIP Setup and User s Guide Remote voice mail notification delivery... From your Feature Phone On your ESI phone, you will enable one of the following: Remote voice mail notification Receiving notification of a voice mail message, when you re out of the office, in the form of to any account. This is not a.wav file but, rather, a text e- mail that gives you Caller ID, time, and date information. Local delivery Receiving actual voice mail messages in your Outlook Inbox, when you re in the office; these messages can be played through the 48-Key Digital Phone. This is called unified messaging, and you must have VIP installed to use this feature. (If you don t have VIP you can still listen to your voice mail from your ESI phone.) Default: Local delivery. Tip: When accessing this programming option on the phone, the phone system will tell you what setting is already enabled and then gives you one choice to change the setting. Therefore if local delivery is enabled (option 1 on the phone), then your only choice is enabling option 2, remote notification (and vice versa). Enabling remote voice mail notification 1. On your ESI phone, press PROGRAM Press 0. (Phone prompt may call this External notification ) 3. You ll be prompted to enter an address to which the system should send the notifications. (If the address is already entered, skip to step 4.) 4. Press # to confirm. 5. Enter the forwarding address by using the phone dial pad as follows: Keypress Result 1. (dot) 0 - (hyphen) 0 _ (underscore) Previous character HOLD Erases entire address Example: To enter the address jdoe@aol.com, you would enter the following... Address J D O A O L. C O M Label: 5 (#) 3 (#) 6 (#) 3 (#) # (#) 2 (#) For instance: to get the letter L, press the 5 key three times (J K L). Once the correct character appears on the display, press # to confirm and then proceed to enter the next character. As you see, this means you must enter two pound signs at the end one to confirm the last character, and one to confirm the entire address. Characters not listed in the table for step 5 such as % or $ can t be entered from the Feature Phone. However, you can enter these when setting remote delivery from VIP (see page 32). Enabling local delivery 1. On your ESI Phone, press PROGRAM Press 1. (The system prompt calls this unified messaging. ) 3. Press # to confirm. 6 (#) 5 (#) 1 (#) 2 (#) 6 (#) 6 (##) 33

36 Remote voice mail notification delivery VIP Setup and User s Guide Setting the remote voice mail notification delivery option from a remote location Note: For remote notification of voice mail messages, you must set a forwarding address from either VIP options or your ESI Feature Phone. You cannot enter an address remotely. See Setting the voice mail notification delivery option from your Feature Phone (page 33) to enter the forwarding address from an ESI Feature Phone. 1. Call into the ESI phone system. 2. If the auto attendant s main greeting answers, press and enter your mailbox number. 3. If the operator or another user answers, have the person transfer you by pressing VOICE MAIL and, then pressing your station key (or entering your mailbox number) and then hanging up. 4. If required, enter your password. 5. Slowly press The phone system may not recognize all the digits if you dial 565 too fast. 6. Now, use the appropriate following procedure to select either (a.) enable remote voice mail notification or (b.) enable local delivery. Enabling remote voice mail notification 1. Press 0. (The system prompt may call this external notification ) 2. Press # to confirm. Note: You will not be prompted to enter an address because you cannot do that from a remote location. You must enter the address while you re at the main office or from VIP. Enabling local delivery 1. Press 1. (The system prompt calls this unified messaging. ) 2. Press # to confirm. 34

37 VIP Setup and User s Guide Customization Customization You can customize the different areas of the VIP application. Customizing the Call Window To customize the VIP Call Window, click Options on the VIP toolbar in Outlook, and then choose the VIP tab. This lets you make the following settings. Call Window Three separate checkboxes allow you to control when the Call Window appears and whether VIP should automatically launch when you launch Outlook. Mini-Alert Checking this option pops the Mini-Alert forward to notify you of incoming calls, new voice mail messages, new e- mails, and new missed calls. When Idle Depending on your selection here, the Call Window will remain maximized or minimized, when your station is idle (i.e., has no call activity). Shortcut keys You can set a shortcut on your keyboard for answering, dialing, or releasing a call. Put your cursor in the appropriate field and press the key you want to be the shortcut. For example: if you want F5 to be the shortcut for releasing a call, press the F5 key on your PC keyboard while your cursor is in the Release call field (don t type in F 5 ). Quick Call List If you don t want to use the VIP Quick Call list (thus making the Call Window smaller), uncheck this. General Checking Do not display tool tips keeps small, helpful hints from appearing when you hold the cursor (mouse pointer) over specific VIP items. You may want to make this setting once you have used VIP long enough to know your way around all the features you wish to use. Customizing the Call Window command buttons The Customize Buttons choice lets you select the call command buttons you want to appear in the Call Window. (Answer, Release, Dial and Hold are permanent buttons.) You are allowed only eight more buttons in the Call Control window (the four permanent plus eight optional give you a total of 12). VIP warns you if you choose more than the maximum. (The remaining options are still available under Commands on the Call Window menu.) Customizing the VIP toolbar To customize the VIP toolbar in Outlook, click Options in Outlook and choose the VIP tab. This lets you select the buttons to appear on the VIP toolbar. 35

38 Station programming in VIP VIP Setup and User s Guide Station programming in VIP Introduction VIP s User Programming section lets you program your station from the PC instead of using your phone. Accessing the User Programming window In the VIP Call Window s menu bar, click Tools, and then on User Phone Programming. You will be presented with a User Programming window composed of six tabs. You can move freely through the tabs, choosing your desired options. Sending changes to your ESI Feature Phone When you make changes, click Apply (at the bottom of the User Programming window) to send changes to your ESI phone. You can choose either to click Apply each time you make a change or make several changes at once and then click Apply. Note: Clicking Apply is the only way to update your phone s programming. Undoing changes If you want to revert to the previous programming selections, click Cancel. This will undo only those changes made since the last time you clicked Apply. Help with user programming There are two ways to get help with user programming: 1. Hover the cursor over a particular word or phrase. This will pop-up a brief help text on that particular topic. To receive detailed assistance, right-click; this will take you to a Help file with a more comprehensive explanation of the topic. 2. Clicking Help (located in the bottom-left corner of the User Programming window) displays a Help window, wherein you can search by keywords and phrases. 36

39 VIP Setup and User s Guide Station programming in VIP Personal Greeting tab The Personal Greeting tab has two items associated with each greeting: In Use Lets you select, and identifies, which one of the three possible personal greetings that callers will hear when leaving voice mail for you. Recorded Tells you whether each greeting has been recorded. Note: To record a greeting, you must use your phone and press PROGRAM 1. Once you ve done so, you may use the VIP User Programming window to select the greeting as In Use (It s not necessary to wait until the VIP display shows YES for the greeting s Recorded status.) 37

40 Station programming in VIP VIP Setup and User s Guide Programmable Feature Keys tab Here is a sample of what VIP might show you for the Programmable Feature Keys tab (your programming will look different, of course). To program a feature key, click that key. (Continued) 38

41 VIP Setup and User s Guide Station programming in VIP Example: Programming a CO line key Let s say you want to program a key as a CO line 1 key. You click the key in VIP s Programmable Feature Keys tab, and will then see the Edit Button Mapping dialog box for this key ( button ): Click the button, and a pop-up list of key options appears (right): Then click CO Line... to continue. Now you ll see a list (left) of the phone system s available CO lines. Click the desired line in this case, CO 1 and then click OK. This takes you back to the Edit Button Mapping box, where you can edit the button label. You can also change the label s color by clicking Color in the Edit Button Mapping box. If you wish, you can print an overlay for your phone after you ve programmed all the keys to your liking. At VIP s Programmable Feature Keys tab, click Print to view the Print Button Overlays dialog box (right). This lets you make any necessary adjustments so your printer can print the key labels correctly on the overlay. You may wish to experiment with various settings to get it just the way you want it. 1 Outside line. CO means Central Office. 39

42 Station programming in VIP VIP Setup and User s Guide Station Options tab The Station Options tab offers several choices. Station Options box In the Station Options box, you can enable or disable any of the five choices. Here s a brief description of each. Call Waiting If call waiting is enabled on your station (PROGRAM 3 1 on your phone) and a second call comes in while you re already on another call, you ll hear a tone in the earpiece and the bottom line of your display will indicate that a second call is waiting. You can ignore the call waiting indication and, after a brief time, the system will transfer the call to your voice mailbox 1. To toggle between the two calls, click VIP s Flash button. To drop either call, click Release while connected to the call you want to drop; this disconnects the call and automatically reconnects you to the other call. Background Announce Enabling this feature lets you receive a brief, private background announcement to the station s earpiece. Hands-free Operation You can program your phone either to enable or disable hands-free answer. With hands-free enabled, an internal call to your station generates a short ring and a double connect tone, then automatically connects the caller to your speakerphone. With hands-free disabled, an internal call to your station generates a single-ring cadence, while outside-line calls ring with a double-ring cadence. Message Monitor This feature, also known as live call screening, lets you hear a caller leaving a message in your voice mailbox, just as occurs on your home answering machine. While you hear the caller on your speaker, you have the following options: Lift the handset to intercept the call. Do nothing, whereupon the system records the message to your voice mailbox for later retrieval. Click Mute/DND; this temporarily mutes your speaker (although the system continues to record the message to your voice mailbox). 1 Or other destination set by the Installer. 40

43 VIP Setup and User s Guide Station programming in VIP Dial Tone Preference box If you make mostly outside calls, you may find the Dial Tone Preference setting helpful. It tells your station to connect automatically to an available outside line; i.e., you don t have to dial 9 (or 8 or 71 76) before the phone number. Therefore, when you lift the handset or click Speaker, you ll automatically receive an outside dial tone from the highest-numbered line available to you. Personal Greeting Reminder box If you frequently change your personal greeting, use this option; it sets your station to remind you of your current greeting. You can set your reminder in either of two ways: Manual Entry Enter the number of hours between reminders. Range: 0 (no reminder) to 500. Calendar Entry Set a specific date and time when the next reminder should occur. The first time you use your phone after it s been idle for the amount of time set in this option, the system automatically plays your current greeting and gives you the option of changing it. Note: The Manual Entry and Calendar Entry fields operate independently of each other and, therefore, won t match. For example: if you enter 24 in the Manual Entry field, the Calendar Field won t automatically show the date and time 24 hours from now. Station Audibles tab VIP s Station Audibles tab controls three audible items for your station. As you make settings to the first two, you ll hear the new settings on your phone s speaker. Ring tone The Ring Tone box lets you choose from among six possible tones to help distinguish your phone s ring from that of other nearby phones. Ring volume The Ring Volume box lets you set the desired ringer volume. Message ring The Message Ring checkbox lets you enable or disable a feature that, when you have any new voice mail messages waiting, will periodically generate a short ring tone at your station s phone. 41

44 Station programming in VIP VIP Setup and User s Guide Password tab Your password may consist of two to eight digits (but 0 can t be the first digit). Entering only 0 as the password turns off the password requirement. There are four items in VIP s Password tab: 1. Current Password Displays the password currently in use. 2. Enter New Password Lets you enter a desired new password. After doing so, you ll need to confirm the entry (see next item). 3. Confirm New Password This is where you re-type the new password, to confirm the entry (if this entry isn t the same as under Enter New Password, VIP will reject the new password entry attempt). 4. Password Level Select the password level for your station: No password required (i.e., no password entry needed for any voice mail retrieval). Password required only for remote access to voice mails. Password required for access to all voice mails (even from your ESI phone). Note: After you click Apply, you don t have to enter the new password in the VIP configuration (under Options on the VIP toolbar). 42

45 VIP Setup and User s Guide Station programming in VIP External Message Notification tab After a caller has been forwarded to your voice mailbox and is listening to your personal greeting, this feature lets the caller be forwarded to a number outside the system i.e., a regular phone number rather than an extension. When the caller presses 4 during your greeting, the system forwards him/her to the number set for phone delivery under external message notification. If that number doesn t answer, the caller is returned to your voice mailbox. When you receive a forwarded call, you ll be prompted to press any key to accept the call. You must have personal greeting 2 selected and it must tell callers to press 4 for this feature. Setting up external message notification 1. Use the Delivery Methods box to select a delivery method. 2. In the Message Types box, select which type of message will initiate a notification. 3. Enter (or select from the pull-down list on this tab), as desired, a number for each of the following 1 which the system will call when it makes a notification: An off-premises phone. A pager. Important: If the delivery method you chose in step 1 includes both a phone number and pager number, you must enter both numbers or VIP will not accept your selection. 4. Select the Personal Greeting tab and click Greeting 2. If it hasn t been recorded, press PROGRAM 1 on your phone and follow the prompts to record personal greeting 2. Important: In personal greeting 2, you must tell the caller to press 4, which will activate notification. 1 It s not necessary to add 9 [or 8 or 71 76] to get an outside line; the system assumes this is an outside call and will add the outside line group access code automatically. 43